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Email and Calendar Integration Best Practice Guide
게시 일자: Jul 17, 2023
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Email and Calendar Integration is central to sales rep productivity with Salesforce. To help your team work together, achieve your goals, and uncover what’s next for your business, make sure you avoid data silos with email. Learn more about how Salesforce Email and Calendar Integration tools allow sales reps to work smarter right from their inboxes.
In this guide, you’ll find learning paths on Trailhead, Salesforce’s free, hands-on learning platform, along with how-to articles and video walk-throughs — all designed by Salesforce experts to help you harness the power of Email and Calendar Integration. Best Practices for Email and Calendar Integration Your journey to improve Email and Calendar Integration includes conceptual learning and interactive tools. Start with a high-level overview and be sure to return to the Trailblazer Community page for support when you have questions. The following sections and links provide steps and resources along your journey. Salesforce Email and Calendar Integration Tools Watch this video to learn about how the Email and Calendar Integration solution allows sales reps to work smarter right from their inboxes. Trailblazer Community for Email and Calendar Integration Be sure to use the Trailblazer Community as a resource when trying to find answers to questions. Learn which tool is right for you Salesforce has created a variety of helpful resources to get you set up with the right integration tools. You can narrow down this range of options by starting with the Email and Calendar Integration assessment. In it, you’ll learn which tools and resources will help you be most effective. Email and Calendar Integration Assessment Use this resource to identify the best path for you to bring the power of the world’s #1 CRM to your email. Benefits of Email and Calendar Integration Email and Calendar Integration will help drive your business forward by making it easier than ever to keep your Salesforce records up to date. Whether you’re using Gmail or Outlook, email communications are so common that a lot of customer data is sitting in your sales reps’ inboxes. Contacts, events, decisions, and opportunities don’t have to sit in isolation in email. Seamlessly bring that info to light within the context of your CRM solution. Start using that info to power your Einstein scoring, insights, and forecasting. Salesforce Email and Calendar Integration also makes it easy to open existing Salesforce records right from the email interface. Work More Efficiently with Email Check out this video to learn how to work efficiently with email, from tools to processes to troubleshooting settings. Learn at your own pace in this recorded webinar, whether you’re in Outlook, Gmail, or the Salesforce CRM email application. Get started Get started improving productivity by reviewing the Outlook and Gmail Integration on Desktop help article. Review the features, need-to-know prerequisites, and setup steps users complete from their inboxes. Outlook and Gmail Integration on Desktop Gmail integration  For Gmail users, these resources are the quick route to productivity. Find guided learning paths or choose your own adventure on Trailhead, the free, hands-on learning platform. Gmail Integration The Gmail Integration module on Trailhead teaches your reps how to track customer interactions and work their deals directly in Gmail. Set Up Gmail Integration This individual session features a Salesforce specialist who will guide you through the setup process with Gmail during a scheduled, fixed time frame. Premier Success plan required. Outlook integration  If your reps use Outlook, the resources here provide details about integrating Salesforce tools with that email platform. Outlook Integration The Outlook Integration module on Trailhead teaches your reps how to track customer interactions and work their Salesforce deals directly in Microsoft Outlook. Set Up Outlook Integration This individual session features a Salesforce specialist who will guide you through the Outlook setup process during a scheduled presentation. Premier Success plan required. Extend with Inbox  Boost your email integration to save your sales reps even more time. With Salesforce Inbox, you can offer your team customer insights and additional tools to increase their productivity. Check out the resources below to learn how to get started with Inbox. • How to Add Inbox Features Watch this video to learn how to add Inbox features to your org and manage user access. • Set Up Gmail Integration with Inbox This individual session features a Salesforce specialist who will show you how to set up Gmail Integration with Inbox. • Set Up Outlook Integration with Inbox This individual session features a Salesforce specialist who will show you how to set up Outlook Integration with Inbox. Einstein Activity Capture  The automation in Einstein Activity Capture helps you keep contacts, events, and emails updated between applications. Learn how to set this up so that the emails and events that your reps send and receive are automatically added to the activity timeline of related accounts, contacts, contracts, leads, opportunities, and quote records in Salesforce. Einstein Activity Capture Overview This video shows you how to set up your users’ Microsoft or Google accounts to Salesforce and configure Einstein Activity Capture settings. Set Up Einstein Activity Capture This webinar features a Salesforce specialist who will guide you through both admin and end-user setup steps. Email-to-Case Salesforce Email-to-Case lets you efficiently manage incoming and outgoing emails with customers who need support. When you correspond and resolve customer issues in email, they can be automatically converted to cases in Salesforce. When emails are logged as a case, users can then view, track, and report on them. Assignment, escalation, and routing rules work seamlessly with Email-to-Case. Email and Calendar Integration in the Salesforce Sales Cloud doesn’t automatically include Email-to-Case. Email-to-Case requires Salesforce Service Cloud downloading the Email-to-Case Agent. Learn more about the benefits and the requirements for this with the following resources. • Email-to-Case Overview Review this article for details about how to set up Email-to-Case with step-by-step instructions, and learn about all the related options. • Email-to-Case for Sales Cloud This video walks you through the steps to set up Email-to-Case in Sales Cloud. • Email-to-Case for Service Cloud This video walks you through the steps to set up Email-to-Case in Service Cloud. Keep the Momentum Going Whether you are just getting started with Email and Calendar Integration, or want to explore more ways to improve how your users can integrate email, we’ve got resources for you to keep the momentum going. • If you need to understand your security and compliance issues, sign up for the Email Integration Security Expert Coaching session.
Keep in mind that Salesforce is always evaluating our customer needs and updating our solutions. This sometimes includes transitioning out of older technologies that no longer support the latest email and calendar applications or offer the latest features. The following sites provide information about such updates: • Bring your questions to an Ask an Expert webinar. • Check out other great events where you can connect with a Salesforce expert. • Need additional guidance? Connect with other Trailblazers and experts in the Customer Success Group in the Trailblazer Community. • Explore our Salesforce Support YouTube channel for answers to our most frequently asked questions.
Linda Rosenberg, the CloudKicks sales admin, noticed that information in email threads, like meetings or updated addresses, was not showing up in Salesforce for some customers. She needed to quickly set up an email strategy to streamline and synchronize the sales engagement process. She wanted customer emails to feed into other business processes, and she didn’t want to lose any opportunities if a rep saved information in their Gmail inbox, or even mistyped a phone number from an email message into the existing CRM record. She also wanted to produce accurate pipeline reports for managers, so she wanted to integrate email data into existing tools. So Linda did a little more digging. She searched for solutions, watched videos, read through guidance materials, and explored the Trailblazer Community for tips. She found that one of the potential issues included the fact that different email systems were being used. When Linda reviewed the existing setup, she found that nobody was using the Email and Calendar Integration tools. She then set up Outlook integration for the sales reps, and by using Einstein Activity Capture, improved her group’s information management gaps. This experience showed Linda how easy it had been to create work-arounds for data silos, which CloudKicks had done for months. She met with her managers and executives to formalize a new company plan that would improve the sales insights and forecasting. Together, they agreed to implement email integration and Einstein Activity Capture in order to pursue more business goals. As a result, the CloudKicks sales team now understands how to make sure Salesforce records are updated with data from email with the use of Email and Calendar Integration products. Managers know that reports include more accurate data. Plus, executives trust that the sales team’s communication helps to keep everyone up to date in the Salesforce platform, which keeps the business moving in the right direction. |
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